
Support Professional
2 days ago
Job Overview:
We are seeking a dedicated Tech Support Specialist to provide exceptional customer service and technical support for our products. As the frontline representative, you will be responsible for assisting customers with technical issues related to software, hardware, and services.
Main Responsibilities:
- Customer Interaction:
- Troubleshoot technical issues reported by customers via phone, chat, or email and provide timely solutions.
- Understand customer concerns, ask relevant questions, and empathize with their situation.
- Clearly explain technical concepts to non-technical users.
- Product Knowledge:
- Develop expertise in Microsoft products, including Windows, Office, and Surface devices.
- Stay informed about product updates, patches, and known issues.
- Guide customers on using self-help resources and online documentation.
- Issue Resolution:
- Escala complex issues to higher tiers when necessary.
- Provide remote troubleshooting assistance using tools like Microsoft Remote Desktop.
- Document interactions, solutions, and follow-up actions in the support system.
- Customer Satisfaction:
- Strive for first-contact resolution whenever possible.
- Maintain a positive and professional demeanor even during challenging interactions.
- Collect feedback and identify areas for improvement.
- Collaboration:
- Collaborate with other teams (engineering, product management) to address recurring issues.
- Contribute to internal knowledge bases and share best practices.
- Quality Assurance:
- Follow established support policies and guidelines.
- Meet performance metrics related to response time, resolution time, and customer satisfaction.
Technical Skills:
- Assist with delivering post-install technical support.
- Troubleshoot post-install software issues (Windows, Office, etc.) cross-platform.
- Address device network & connectivity issues (Internet, browsing, etc.) cross-platform.
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